Director, LHR Airport Operations - United Kingdom LON

Location: London Heathrow Apt (LHR-TRML)

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Why you'll love this job

The UK Operations Director will oversee and provide long term strategic direction to the airports and ensure compliance in the areas of Safety and Customer Service.

What you'll do

• Manage all areas covering UK airport operations initially and longer term our UK operations.
• Plan, direct and coordinate activities of the airport operation through obtaining optimum use of equipment, facilities and personnel.
• Lead the whole team (insourced / outsourced) towards achievement station performance/service targets and company goals.
• Be responsible for making strategic and operational decisions.
• Optimizing the business, leading the people and cultivating relationships with diverse audiences.

Leadership

• Lead, co-ordinate and take overall responsibility of the performance of a team of team members and contracted personnel in all areas covering customer services, ticketing, operations, baggage service, ramp, catering and security.
• Lead and co-ordinate airport staff including all activities such as working schedule, trainings and performance appraisals, company audits and financial wellbeing.
• Motivate team members and align them with the organizational direction and achievement of station targets/goals.

Relationship Management

• Build strong relationships across Atlantic Joint Business (AJB) and oneworld alliance partners, finding synergies and building a strong seamless end quality product/service.
• Negotiate on behalf of American Airlines with contractors, suppliers and airport authorities.
• Build effective alliances and partnerships with constituents.
• Be responsible for ensuring American Airlines is presented in the best possible light to airport authorities, other airlines and the public.
• Attend/conduct meetings as necessary both internal and external related to the airport operation.
• Collaborate with other departments and stations to achieve efficiency.
• Represent American Airlines on regional industry affairs groups (i.e. BAR UK, Airline Operators Committee) and negotiate and influence spending on airport related projects.
• Be actively involved in liaising with IT (HDQ) for continuous development and improvement in IT delivery.
• Develop and implement consistent airport policy by liaising with Heathrow Airport Limited, AJB partners and various other key stakeholders.

Operations

• Adept in handling critical situations; able to respond appropriately during an emergency response.
• Follow up on any American Airlines, airport or business partner service failures.
• Be responsible and fully accountable for meeting all operational performance goals, profitability and cost control goals.
• Resolve service and operational issues that may arise/be escalated from the daily operation, with contractors and other Airline/ Airport authorities.
• Be accountable for the delivery of various reports and flow of paperwork through UK leadership.

Service Delivery

• Lead our teams to deliver a world class customer experience to our customers travelling through our airports in the country.
• Meet and exceed company Likelihood to Recommend (LTR) customer advocacy targets across all touch points within the airport experience.
• Create unique ‘Best in Class’ programs to positively differentiate American Airlines from our competitors.
• Create a world-class safety culture taking care of our team members and customers.

Financial, Regulatory & Sustainability

• Overall responsibility to maintain the company's legal, regulatory and procedural objectives.
• Be accountable and ensure UK leadership team are responsible for preparing, monitoring and controlling the total station operating budget.
• Meet strategic goals in operational performance and cost control.
• Ensure company standard of safety, safety and quality are maintained at all times fostering continuous improvement.
• Compile reports on any operational irregularities and present this with suggestions for corrective action to officers.
• Support company strategy and initiatives to deliver on our goal to reach net-zero carbon emissions by 2050.
• Represent American Airlines in our local communities to support environment and sustainability projects and programs.

General

• Have the flexibility to take on additional responsibility across other regional stations as / when required.
• Take reasonable care of the health and safety of self, as well as the safety of others who may be affected by his/her acts or omissions.
• Co-operate with American Airlines as far as is necessary to enable American Airlines to comply with all relevant statutory provisions.
• Immediately report serious risks or concerns over safety issues.
• Comply with the American Airlines Rules of Conduct and work within the context of all Company’s policies & procedures.
• Maintain a standard of dress code that is appropriate to the role and in accordance with the Company’s uniform/dress policy.
• Be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice.
• Maintain and respect confidentiality at all times and to ensure adherence to the Company’s Confidentiality Policy.
• Undertake appropriate training as required and agreed and to take responsibility for self-development.
• Undertake any other duties which are consistent with the position.

All you'll need for success

• The ability to develop a collaborative long-term strategic vision.
• Possess a positive approach to problem solving.
• Strong negotiation skills.
• Strong analytical skills.
• Have a thorough understanding of the budget process, headcount and staffing.
• Excellent Communication skills both written and verbal.
• Demonstrable proficiency in identifying areas for continuous improvement.
• Experience of implementing procedures and ensuring consistent service delivery.
• The ability to advocate and influence support for change.
• Strong operational background in a leadership role.
• A flexible approach to managing across sites/ locations.
• Previous Airport Operations experience.
• Be willing and able to travel.